token
                                                                   introductory
                                                                       quote
           “What gets measured, gets managed.”
                                        - or -  
                             "If you can't measure it, you can't manage it."
     Peter Drucker
                                                                                          What we deliver, who we 
                                                              Service Level Agreement     serve, to what extent we 
                                                                                          provide
                                                              Intake Management           Capture and log every 
                                                                                          service interaction
          Where to                                                                        Ensure duration, 
                                                              Workflow Monitoring         transitions, outcomes are 
          start                                                                           being tracked
                                                              Establish ‘why’             Connect service delivery 
                                                                                          with the overall mission 
                                                              Train  and educate          Quality and process is 
                                                                                          guaranteed by everyone
                         Set goals with your key stakeholders
                         Gather quantitative 
                         and qualitative data 
    What’s 
    next
                         Develop Key 
                         Performance Indicators 
                         Routinely re-evaluate cost vs benefit
                                                                                                      A few common reasons to deploy KPIs
                                                                                                      •  Support continuous improvement 
                                                                                                      •  Promote individual and organizational 
                                                                                                         agility
                                                                                                      •  Provide transparency to stakeholders
                                                                                                      •  Identify ways to enhance capacity
                                                                                                      •  Maintain financial awareness
                                                                                                      •  Add resources, assign merit and 
                                                                                                         promotions
                                                                                                      •  Monitor adherence to best practices
                                                                                                      •  Detect changes in workload type and 
                                                                                                         volume
              What are they?
     Common pitfalls
                    • Degree of effort capture does not allow for meetings, 
                     micro-requests, food, restroom
                    • Failure to collect appropriate data
                    • Customers or staff are overly interrogated
                    • Service agreement lacks a ‘best effort’ component
                    • Metrics report state of affairs
                    • Management response is mandating instead of coaching